Complaints Handling

ISO 10002:2018, Quality management – Customer satisfaction – Guidelines for complaints handling in organizations, is available.

This standard gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.ISO 10002 is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.

ISO 10002 addresses the following aspects of complaints handling:

a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its products and services, including customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective, and easy-to-use complaints process;

e) analyzing and evaluating complaints to improve the quality of products and services, including customer service;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002:2018

ISO 10002:2018 does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

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Table of Contents

1. Scope
2. Normative references
3. Terms and definitions

4. Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Transparency
4.5 Accessibility
4.6 Responsiveness
4.7 Objectivity
4.8 Charges
4.9 Information integrity
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Accountability
4.13 Improvement
4.14 Competence
4.15 Timeliness

5. Complaints-handling framework
5.1 Context of the organization
5.2 Leadership and commitment
5.3 Policy
5.4 Responsibility and authority

6. Planning, design, and development
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources

7. Operation of complaints-handling process
7.1 Communication
7.2 Receipt of complaints
7.3 Tracking of complaints
7.4 Acknowledgement of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints

8. Maintenance and improvement
8.1 Collection of information
8.2 Analysis and evaluation of complaints
8.3 Evaluation of the satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
8.6 Management review of the complaints-handling process
8.7 Continual improvement

Annex A: Interrelationship of ISO 10001, this document, ISO 10003, and ISO 1004
Annex B: Guidance for small business
Annex C: Form for complainant
Annex D: Objectivity
Annex E: Complaints-handling flowchart
Annex F: Complaint follow-up form
Annex G: Responses
Annex H: Escalation flowchart
Annex I: Continual monitoring
Annex J: Audit